I was looking for an electric wheelchair I could use outdoors. I found one that I liked, the Airhawk, but the wheels were too small to navigate the terrain in my yard. I called Quick N Mobile and spoke to a woman (I don't recall her name) to ask if I can get bigger wheels for the chair. She said no, but asked if I looked at the Eagle HD. I had not, so she told me how to find it and it was perfect.
My son was purchasing the chair for me, so I called him and walked him through placing the order. When the wheelchair arrived, there were a few things missing...the umbrella, cup holder, and extra battery. I contacted Quick N Mobile and eventually ended up speaking with Paul, who stated the umbrella and cup holder were on back order, and I received 2 batteries and the 2nd battery was the free one. I told him that the website stated the wheelchair came standard with 2 batteries, so if I am to get a free battery, I should have 3. We went back and forth over this and I finally gave up because I just couldn't fight anymore, and I was getting nowhere...I was tired.
About 2 months ago, I contacted Quick N Mobile, because the left front wheel was broken in the shaft that held the ball bearings. He asked if I could send a picture of the broken wheel and I did. He said that I was just outside of the 1-year in home service warranty, but I was covered for parts for 2 years.
Paul and I talked a bit and he asked how the wheel broke. I stated that the screw that holds the wheel in the shaft kept coming off, it's been happening for a while, and it's at the point that I can't fix it anymore. Sometime during the discussion, he asked how I was using the chair and I told him that it was my outside wheelchair. He stated that this wheelchair was not intended to be used only outside. I told him that at no time was I told that I could not use the wheelchair outside all the time and that was the only reason for the purchase. I said I didn't need an electric wheelchair to use in my house, I get along just fine with a manual chair. Paul said he would check with the warehouse to see if they would honor the warranty, because he felt it was an over use situation. The warehouse sent me a replacement wheel, but that was another fiasco that I can't deal with right now. I eventually received the wheel and fixed the wheelchair.
A couple of weeks ago, I was out in the yard and the frame at the bottom of the wheelchair cracked. I contacted Quick N Mobile to get a replacement frame and spoke to Paul, who stated that he would not honor the parts warranty because I am not using the chair as it was intended to be used. All of their material talks about wheeling in grass, rough terrain, gravel, and such. I don't understand his confusion. Clearly, he just didn't want to honor the warranty.
Product or Service Mentioned:
Air Hawk Wheelchair.
Reason of review: Warranty issue.
Preferred solution: Deliver product or service ordered.
I didn't like:
Refusal to honor warranty, Customer service, Refusal to provide promotional items offered.